Complaints

This profile includes complaints for Outlaw Rentals's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Outlaw Rentals

  13416 Front Beach Rd Panama City Beach, FL 32407-3323

• 

  Outlaw Rentals

  8500 Thomas Dr. Panama City, FL 32408

• 

  Outlaw Rentals

  292 Powell Adams Dr Panama City Beach, FL 32413-2449

• 

  Outlaw Rentals

  5399 E. Coutny Hwy 30A Suite 1 Santa Rosa Beach, FL 32459

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date:03/03/2025 Time:4:22pm Cashier: John B Paid $797 They did not provide us any information in regards of getting our deposit back stated we broke something and that was not the case. Because the rules and regulations were not gone over by the Employee of the business As we brought the vehicle back the owner came out and went to a problem that we were not aware of the employee who sold us the vehicle did not take pictures of everything he inspected before or after. And it’s on camera of him describing how to take the top of the vehicle top off and he even told us we could the employee also failed to tell me what’ type of gas the vehicle uses until I asked my self the employee said specifically he forgot

• Initial Complaint

  Date:10/16/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/15, we rented a golf cart. They provided us a map showing the roads we could drive on. What they failed to tell us is the majority of the roads were under construction, therefore forcing detours to roads we couldn’t drive on to get back to our condo. They were very happy to keep our money even though we couldn’t use the golf cart provided on the roads due to construction. They didn’t even offer a discount, an apology for not notifying us of the road closures… nothing. I’m stunned by the complete lack of caring by this company and wouldn’t be surprised if they rented to more people without telling them of the construction and keeping their money as well.

  Business Response

  Date: 10/16/2024

  The city shutdown the road not us and you had the vehicle the day before we can extend your time for another day but we have a no refund policy.

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22429621
  
  I am rejecting this response because we couldn’t use the cart to get to any locations on our side of the beach without driving on roads restricted by the company. We couldn’t get back to our condo, we couldn’t do anything we were expecting to be able to do. We were not expecting a full refund, but no courtesy, no offer of a discount, not informing your customers of closed roads? That’s poor customer service in general. If you knew the roads were planned to be closed, and it would remove the possibility of almost HALF of the map you provide for allowed roads, you should tell your customers. 

  Business Response

  Date: 10/16/2024

  We had no idea about the roads. They don't send any information out. We weren't informed at all, so like you. We were surprised this morning when we were told that they were shutting the road down with no advisory before. There is 20 miles that you can run on the Golf cart without that area. So you guys had no problem parking it at the pier park location because you couldn't have it at your hotel in the first place. I'm sorry you're not satisfied with our answer. But we did try to give you time for another day, but you did not want it. And you want to use the vehicle today, but you've already had it for a day.So we have a no refund policy, and you sign that the day of the rental 

• Initial Complaint

  Date:10/07/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented out one of their slingshots. We barely used it because it was raining and we decided to change plans. We drove it on the streets for like 20 min, went to the hotel and parked it. We went to take the slingshot back, parked and the business yard and thr slingshot had something on one of the tires, that happened pulling over on their "driveway". The nice lady that was helping us realized that it happened on their yard, she called the owner and the nasty lady came with an attitude, took some pictures, pulled the gps and started blaming us without even looking at my face or allowed me to explain or talk. She was really disrespectful, sign a paper and told me she was refunding just 30.00 because I needed to pay for their tire. We have videos and pictures from their yard where we found more of the same thing that was on the tire but she didn't even took the time to talk to us. She even told the nice lady that she knew it was on her yard. I just want an apology and my money back. Thanks.

  Business Response

  Date: 10/21/2024

  The damage to the tire was caused due to your negligence. The vehicle had no tire issues when tou got it. You had a tool of some sort was in the tire, when you brought it back. You went way more 20 minutes. This is why we told the GPS because that was incorrect. You had it way more? 20 minutes, if you had it all night and you use it all night, you also need 5 areas which has got heavily construction, so unfortunately you are responsible for the tire fish, you cause damage to it. Hope you have a nice day

  Customer Answer

  Date: 10/21/2024

  
  Complaint: 22386973
  
  I am rejecting this response because:

  Please, prove that we drove the vehicle all night. Also, please provide prove of us diving the vehicle through construction areas, we drove in the streets, never went where the vehicle could be damaged. We already submitted prove of your yard and driveway with more of the same stuff that was on the tire, even you told your assistant/cashier that you was sure it was on your yard and asked her to tell everyone not to drive the vehicles through that area anymore. As a business owner, you should know those are expenses that you are going to encounter and you are at risk, you should not put your clients/customer through this pain and have BBB involved. Also, as a business owner you should be a little bit more carefull and respectful towards the person who are putting food on your table: your customers. 
  
  Sincerely,
  
  Rebeca *****

  Business Response

  Date: 10/21/2024

  You wanted to argue i was not going to entertain that. You know you drove all over we even showed GPS paper to you. You were not having that either. 

  Customer Answer

  Date: 10/21/2024

  
  Complaint: 22386973
  
  I am rejecting this response because:

  I'm so sorry but that is not true either. If you have cameras on your business, please, provide the prove that I was to argue. Argue was never my intention, I was just trying to talk to you and that was impossible,  you never looked at my face, never take the time to talk to me, you was in a hurry to go to a place and turned your back on me and when I asked to have a conversation with you, you just left. You signed the bill and told me you were giving back just 30.00 dollars out of the more than 1k I gave to your business because of the tire and left the premises. I do have proof and witnesses that I was respectful at all times trying to gind a resolution wich never happened on your part.
  
  Sincerely,
  
  Rebeca *****

• Initial Complaint

  Date:09/23/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This establishment is renting out scooters in poor condition and upon returning if damaged try to charge much more for the repair parts than they are actually worth and will even attempt to charge for parts that were already damaged prior to rental.

  Business Response

  Date: 10/07/2024

  MR ****** DAMAGED LEVER AND GRIP I FEEL  $33.73 GRIP AND LEVER 33.73 ISN'T EXPENSIVE WE DONT MAKE MONEY OFF THE PARTS UNFORTUNATELY THERE IS A LABOR FEE 

  HE DAMAGED IT HE HAS TO PAY FOR IT HAVE A NICE DAY 

  .

   

  Customer Answer

  Date: 10/07/2024

  The business will not give me the place they are getting the parts from all they have given me is a generic list of prices they drew up. So I did my own digging and found the website that provides the oem parts for they bike and have proof they are over charging for parts 

  Business Response

  Date: 10/22/2024

  We did respond to the customer's complaint, we offered a lower amount to settle this matter . He still has yet to make the payment even though we settled on a lower amount he agreed to it. I still have the email stating that he agreed to that. We haven't heard anything else from him since that email. We are still waiting for the card information to finish his damage bill.

  Customer Answer

  Date: 10/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22316205, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Nicholas ******

• Initial Complaint

  Date:09/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented two scooters from outlaw rentals on Thomas dr in Panama City. One of the scooters fell over and it had 3 little marks and I pd the price they charge plus a labor fee of 90.00. After paying and looking at the marks one of the marks was just a spec of dirt that wiped off and clean. An employee witnessed and agreed it wasn’t a scratch. That spec of dirt was 101.55. I’ve tried for three weeks to get refunded but they refuse to do it. I would call that a crook.

  Business Response

  Date: 10/17/2024

  It was not dirt that was on the scooter there was scratches that could not be wiped off, therefore customer is responsible for the damages.

• Initial Complaint

  Date:08/06/2024

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to rent a golf cart on 8/5 around 3:45pm and once the cashier charged my card I noticed it was $100.00 higher than expected. Wasn’t able to refund the difference because he didn’t have that authority. Owner was supposed to meet me at the location this morning(8/6/24) at 10am to refund the total purchase but never showed up. Refused to refund my purchase. In the process of disputing the charges with my credit card company(Chase).

  Business Response

  Date: 08/06/2024

  The customer has already done a charge back at this point. There Is a no refund policy? The customer was told yesterday I would give him the fifty dollars cash just to get the customer happy and satisfied.I thought the customer took the Vehicle at no time was I supposed to meet any customer today for anything

  Customer Answer

  Date: 08/06/2024

  
  Complaint: 22100527
  
  I am rejecting this response because:

   

  Jason didn’t inform me the correct amount until after my card was charged. My card was charged 392.xx and I didn’t sign the copy authorizing because of the incorrect charges. He told me it would be 292.xx and when you spoke to him on the phone you told him you’d be there at 10am the next morning to issue the refund because he wasn’t authorized to refund the money. Unprofessional on your part and he should’ve informed me on the correct charges before running my card. You should’ve trained your employees the proper charges and we wouldn’t be in this situation. You also should’ve refunded my money over the phone. The young kid you had working today was professional and I feel sorry that he has to work under poor management. 
  
  Sincerely,
  
  Ray ********

  Business Response

  Date: 08/07/2024

  We trained the manager for a week it's very apparent he can't handle management.  He made 50 dollar  mistake you acted like no one is allowed to make mistakes. He tried to make you happy you decided to be difficult so that's on you. You never called our office at no time was I informed you were meeting me for anything  as far as I knew he gave you the 50 cash out of the drawer and made you happy wasn't til the employee called me the next day sayig we had a problem unfortunately you did a chargeback I can't do anything but wait for chargeback have a nice day 

  Customer Answer

  Date: 08/07/2024

  
  Complaint: 22100527
  
  I am rejecting this response because: 

  The manager was clueless. He told me it would be 125.00 per day and Florida sales tax. Was expecting to be around $275.00-$280.00. Once he charged my card it came out to $392. That isn’t a $50.00 dollar mistake. Jason called you several times and I heard you tell him while screaming it is a 1.5 round trip drive but you would be there the next morning to handle the refund. Sounds like shady business tactics to me. Like I’ve said several times you had several opportunities to make it right and correct your managers mistakes. Instead you wanted to screw me out of the money. The following day the young kid working was capable of refunding the money but you refused. Train your “manager” how to explain the rental process before running a customers card and we wouldn’t be in this situation. I’d have a nice day if I wasn’t dealing with a crooked greedy owner on vacation. 
  
  Sincerely,
  
  Ray ********

• Initial Complaint

  Date:07/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During our slingshot rental the Driver seat bolt broke which holds the seat up. This is very dangerous and negligence on Outlaw Rentals part. It happened between 8:30 -9:30 pm CST on July 9, 2024 in the parking lot of Outlaw Rentals. The picture attached shows the seat still sitting up at 8:19 pm right before we headed back to Outlaw Rental to support my claim. There is video surveillance all around to view this incident. It was pouring rain and I pulled up to get our parking pass out of our vehicle that was parked on their grounds. As I lifted the handle to sit straight up so I could see over the tented plastic windshield the seat fell back. Upon observation the bolts are severely rusted which caused this to occur. As an auto interior technician I’m fully aware of how the seat mechanisms operate and at no point did I damage the Slingshot during our rental. When I returned the Slingshot the lady working there walked outside and went straight to the driver side and didn’t even give me a chance to tell her what happened. I thought it was strange for her not to start at the front of the vehicle and work her way around. She became very rude and walked away from me. When she came back outside she said her Manager was on the way. When the manager arrived she wouldn’t even speak to my wife and I and handed me an invoice charging me $940 additional dollars for the seat. I once again tried to explain that it was not my fault and informed her of the seat condition. The manager wouldn’t even look at me and started ignoring me when I tried to speak with her. After further review on BBB see attachments I see another customer rented the same slingshot on January 1, 2024 and the same seat was broken. This company is not fixing these issues and this can be very dangerous. This is not the right way to handle this situation by charging me a $500 deposit and additional $440 for the seat that was already broken. I am requesting a full refund back to my credit card.

  Business Response

  Date: 08/13/2024

  I have attached before and after picture to show that when they rented the slingshot the seat was in perfect working condition. And when they returned the seat could no longer be used. The customer paid in full that day for the damages caused. The slingshot immediately went to the shop and had a new seat put in. The customer mentioned a different rental that someone had said they were charged for the same seat. There is no possible way for the customer to know what slingshot the prior customer is mentioning as we have multiple 6 seater slingshots that are the same color scheme. Also when someone breaks the seat as they did it's no longer able to be rented until we replace it. We let our customers know before they leave to be sure the person sitting behind them does not reach up and pull the seat to get out as it will damage them. 

• Initial Complaint

  Date:06/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a vehicle from this location and they failed to do a proper inspection on the vehicle. The battery was dying when we left the lot and the kickstand that stands the vehicle up was not working properly. The vehicles battery ended up dying a couple nights before our five day rental was up. We brought the bike back 24 and a half hours early due to the battery dying. We were not offered another vehicle and they kept our money for the 5th day despite it not being our fault that the bike wasn’t working. Out of the charges we paid, 313 was for the 5 day rental and 150 was for the deposit we paid. They claimed $150 was caused in damages which is fine but out of the $313 we weren’t given any money back for them taking the scooter early.

  Business Response

  Date: 06/29/2024

  When need dates more information is needed to find customers information. He did not give that or what he rented when he does I can send all information over we also sent email to customer as well asking for more information 

• Initial Complaint

  Date:05/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THIS COMPANY IS FILLED WITH CROOKS THAT WILL 100% STEAL YOUR MONEY THEY USE OLD PICTURES WITH OUT PRE EXISTING DAMAGES AND LIE AND SAY YOU DAMAGED IT TO HOLD YOUR DEPOSIT NOT TO MENTION THE MANAGER JAMES REFUSES TO EXPLAIN OR TALK JUST HIDES THESE RIDES ARE JUNK AND PEOPLE ARE JUST TERRIBLE RUN AND SAVE YOUR TIME AND MONEY NOT WORTH THE HEADACHE

  Business Response

  Date: 05/28/2024

  Unfortunately the customer is incorrect and not being honest. I spoke with the customer via phone and also via text message in regards to the damages the customer did. The customer didn't wanna take responsibility for the damages and wanted me to adjust the price for the repairs as he felt they was to high, Customer returned equipment and acknowledged that damage occured while in his possession  with lot attendant when it was being check back in. Customer told employee he was in a rush to catch his plane and to call before processing his card for the damages as seen on Security Camera.  General Manager James ***** arrived on scene to customer not being present and proceeded with processing the damaged equipment to have checked back in. Damages was recorded and verified with photos of before and after and customer was charged for damages.  Invoice was sent to customer with damages listed and pricing for each item or repair. Also customer didn't return the rental back with full tank at which was charge for fueling per signed agreement. customer began to argue about that and tell me it was only 39.99 and I showed customer this was incorrect per signed agreement before rental. Customer wife was the one communicating the whole time. As he said nothing during the whole conversation but was present. attached is text message between customer and myself along with invoice that was sent to customer and photos. 

• Initial Complaint

  Date:05/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a slingshot for 3 hours and thoroughly enjoyed the experience. Upon returning I was informed I had damaged the vehicle and I owed them $80 in addition to the $500 deposit I had against my card. When I asked about the damage she showed me some scuffs underneath the left front air dam. Upon observing the front air dam on the vehicle I observed many minor scuffs and scratches on both sides of the leading edge and underneath. The right side had worse damage underneath on the bottom side than the side she accused me of damaging. I verified with her that only the right side underneath the air dam was the damage she was accusing me of doing. She confirmed the bottom left side of the air dam was the reason I was paying to have it replaced. She wrote out a bill that indicated the part cost $280 and labor would be $140. The total was $420 and she wrote on there that I owed an additional $80. I was never able to get an answer for what the additional $160 bucks was for ($500 deposit plus an additional $80 which would be charged for a bill that she wrote out as being $420???) If I had read this businesses reviews I would have never rented from them. This seems to be a common practice for Outlaw Rentals. Also seems to be one of the many reasons why we need a Better Business Bureau.

  Business Response

  Date: 06/22/2024

   CUSTOMER WE ONLY CHARGED $420.00  THE 80.00 IS WHATS DUE BACK TO THE CUSTOMER AS SHE PUT UP A $500.00 DEPOSIT.  NOTHING FURTHER IS OWED IN REGARDS TO THIS MATTER. EVIDENTLY ITS A COMMUNICATION ISSUE BETWEEN ADJUSTER AND CUSTOMER.  DAMAGES FOR BUMPER WAS RECORDED AS $280.00 FLAT RATE FEE FOR ALL SLINGSHOT REPAIRS ARE $140.00 PER HOUR.  THIS WOULD EQUAL $420.00 FOR TOTAL. DOCUMENTATION WAS PROVIDED TO CUSTOMER OF THE DAMAGE IN A TIMELY MANNER ALONG WITH PHOTOS OF THE BEFORE AND AFTER. 

  Customer Answer

  Date: 06/24/2024

  
  Complaint: 21751495
  
  I am rejecting this response because: who's she? They've got me confused with another BBB complaint. That's understandable since there's so many. I was not shown before and after pictures and there were many other light scratches on the front air dam of which she didn't accuse me of. BUT for some reason, the small little scuff she accused me of doing warranted having the whole front air dam replaced. RIDICULOUS! It's a scam and they ought to be ashamed of themselves.

  ALSO, they charged my credit card $520; not $420!
  
  Sincerely,
  
  Rodney *****

  Business Response

  Date: 06/25/2024

  Typo on she it was meant he. We sent the customer a refund for the $80.00 that is due back to customer. We are not refunding anything further customer has damaged the equipment photos was provided of before and after. Customer refuses to take responsibility for his actions and damages.